Call Monitoring Associate

2 days ago

Pickering, Canada Autolux Ltd Rapid City Transport Full time

**Job Title**: Call Monitoring Associate
**Location**: Pickering, Ontario
**Position Type**: Full time contract - 6 months

**About Us**:
We are a leader in patient-focused, personalized transportation solutions. Dedicated to more than just getting people from point A to point B, we aim to become Ontario’s most trusted and dependable transportation partner. Our approach is rooted in service, support, and a deep understanding of patient needs. As we continue to grow, we're expanding our Call Monitoring Team on a temporarily basis to strengthen service quality and ensure our customers receive a consistent, exceptional experience every time they interact with us.

**Position Summary**:
The **Call Monitoring Associate** plays a key role in maintaining and improving service quality. You’ll be responsible for evaluating customer service calls, providing constructive feedback, identifying trends, and collaborating with internal teams to drive performance improvements. Your insights will directly contribute to enhancing the customer experience and achieving our quality assurance goals.

**Key Responsibilities**:

- Monitor and evaluate customer service calls using a standardized quality model.
- Identify trends, performance gaps, and process improvement opportunities.
- Collaborate with Learning and Development and Customer Experience management to implement service enhancements.
- Assist in developing support documentation and training resources.
- Contribute to quality improvement discussions and initiatives.
- Perform other duties as assigned by management.
- Note: Responsibilities may evolve based on business needs. Management reserves the right to modify the job description at any time._

**Qualifications**:

- High school diploma or equivalent (GED) required.
- Minimum 3 years of customer service experience.
- Strong verbal and written communication skills in English.
- Excellent computer proficiency; intermediate Excel skills required.
- Demonstrated ability to engage professionally and empathetically with clients over the phone.
- Ability to work independently and collaboratively in both in-office and remote settings.
- Exceptional multitasking and time-management skills in a fast-paced environment.

**Why Join Us?**

Make a real impact by improving the quality of service for patients across Ontario.

Be part of a growing, mission-driven company with opportunities for professional development.

Collaborative team culture that values your input and expertise.

**_
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